Eternity Modern Irvine — Local services in Irvine

[REVIEW UPDATED BELOW ORIGINAL POST]

DO NOT BUY FROM ETERNITY MODERN.

I purchased a modular sofa 2 1/2 years ago from EM. Within six months, some of the stitching on one of the tufts started unraveling. At the time, it wasn’t a big enough deal to pursue, so I let it go.

However several months ago, I noticed a creak and sag in one of the modules. When I contacted customer service and provided photos and video of the damage, the company took 6 weeks to provide any concrete answers. At one point I was told the production team was “on vacation,” which is why I hadn’t heard back from them in weeks

After 6 weeks of stonewalling me with excuses, the company concluded without even examining the sofa that I was to blame for the damage, therefore it was not covered by their 3 year-warranty.

This company is a sham and their sofa is subpar. Do not buy.

UPDATE: After I posted my review, Mona, Eternity Modern’s “Customer Success Manager,” reached out via email. She attributed the delay in the company’s response to a one-week Canadian holiday—an explanation that accounts for just one of the SIX weeks it took to receive a concrete reply to my inquiry.

That said, Mona did arrange for a third-party contractor to repair my sofa at no cost, in accordance with the company’s posted three-year warranty on structural and wood damage. The issue turned out to be a crack/displacement in the wood frame, which was relatively easy to fix (photos attached). The sofa still sags slightly on that side, but not nearly as much as it did before.

While I appreciate that the company ultimately honored their warranty—after six weeks of repeated attempts on my part to get a response—I believe their effort to resolve the issue was only prompted by my (deserved) negative review. I’ve amended my review of Eternity Modern because they did eventually repair my sofa, but the real takeaway is less about the quality of their goods and customer service, and more about the lengths consumers often have to go to in order to hold businesses accountable for their products...

Having read terrifying reviews on Eternity Modern's customer service and delivery, I wanted to offer my experience as a counterpoint.

I just received my EM SKY couch today (a cloud dupe) and it looks great on day-one. I ordered from 'quick ship' and received the couch 29 calendar days from when the order was placed. It arrived very smoothly and was all set up by the white glove service.

It is true what they say about service - that to get in touch with Eternity, I had to use calendly to schedule calls (could not call directly). It also took some legwork on my end to track and manage my order, but overall, my experience was positive and they were helpful.

My message to other buyers is to understand what you ARE getting and are NOT getting from Eternity Modern, based on the price you are paying:

To understand this, you need to know where EM sits in the market. On one side, there are cheaper/same-price, but less high-concept designer furniture options out there (CB2, Crate and Barrel, West Elm, etc.) On the other side, there are true high concept houses (B&B Italia, DWR, etc) where designs are priced in the 10 and 20 thousands. Both of these groups are set up at scale to offer very structured customer service, delivery management, and a guaranteed product in their business model.

Eternity is aiming to deliver the DESIGNS of that second group, at the PRICE of the first group. As far as I can tell, they have made cuts in the structure of their business in order to deliver on that idea.

Bottom line, EM delivers classic design without the costs (or the benefits) of investment level furniture. That is what you pay for, and that is what you get. If you choose them, be prepared for some discomfort, but also prepared to be pleased with the results when it is all done...

By far the best purchasing, communication, and delivery experience I’ve have ever had! It was a long wait, 12 weeks, but once it started to wrap up and make its way to me I was contacted. I appreciate the outreach if I was ready for delivery in the case I had moved or was renovating. Very thoughtful that they reached out before hand because people move and things shift in 12 weeks. I will always choose white glove delivery. They were so kind and professional unlike other shipping companies. I literally gasped out loud when I saw the Terrazza sofa set up. It’s so beautiful. There is a minor nick that happen in production and the company is already working with me to prevent the cut from spreading. Great experience, gorgeous product! Highly communicative as a company.

Update: I went through claims and they were pretty quick in investigating if the shipping company or the manufacturer made the little nick. It’s unknown but they did reach out to send a repair kit which I find to be a good response. I was a little put off when the shipping company contacted while I was at work to ask if they had done something wrong. I told them the same thing I told claims that I don’t believe it was damaged in transit not for such a small nick in the fabric.

On a separate note if you are ordering smaller items make sure you are able to be home and sign for them. My FedEx is making the retrieval for a small item really challenging and I was not notified until the day before I needed to sign. I work a 9-5 so I have to take sick days or vacation or ask in advance to work from home. We are not all remote anymore so I wanted to make sure that’s mentioned for small, decorative items that are not white glove or a large...